Return & Refund Policy

We want Melsivo customers to understand how to ask for a return, what happens after an item is received, and when a refund is started. This policy covers our standard voluntary-return process in addition to any mandatory rights provided by applicable consumer law.

1. The 30-Day Return Request Window

You may request a return within 30 calendar days after the item is delivered. The 30-day period is measured from delivery, not from the date you placed the order. Where local law gives you a longer withdrawal or return period, that legal period takes priority.

2. Start With Customer Support

Before shipping an item back, email service@melsivo.com with your order number, the item concerned, and the reason for the request. If the item is faulty, damaged, incomplete, or different from what you ordered, include a description and photographs when reasonably available. We will explain the next steps and, for an authorized return, provide the correct return destination and instructions.

Please do not ship goods to the company's registered address unless our support team expressly supplies that address as the authorized destination for your particular return. An unapproved shipment may be difficult to identify or receive.

3. Condition of Items and Exceptions

For a voluntary change-of-mind return, items should normally be unused, free from avoidable damage, and returned with accessories and packaging reasonably needed to assess their condition. Reasonable handling necessary to inspect an item will not automatically remove rights that the law protects. Certain categories may be excluded from change-of-mind returns where legally permitted, such as personalized goods, perishable goods, or sealed hygiene-sensitive items after opening; any applicable item-specific restriction must also be disclosed as required by law. These exceptions do not cancel remedies for defective or misdescribed products.

4. Who Pays Return Shipping?

For an eligible voluntary return made because you changed your mind or no longer want the item, you ordinarily pay the return-shipping charge unless a mandatory rule provides otherwise. If the item is defective, damaged on arrival, or not the item ordered, we will cover applicable reasonable return costs or provide another lawful resolution. Do not arrange unusually expensive return shipping without discussing the available method with us first.

5. What Happens After a Return Arrives?

When an authorized return is received, we assess it against the return reason, item condition, and applicable legal requirements. We may ask for additional information if something is unclear. We will inform you of the refund or other resolution once the review is complete. Any lawful statutory remedy is assessed independently of discretionary change-of-mind conditions.

6. Refund Method and Timing

When a refund is approved, we initiate it to the original payment method within 10 business days after approval, unless applicable law requires an earlier deadline or a different method. Starting a refund is not the same as the money appearing in your account: banks, card issuers, and payment providers can require additional posting time. Where a legal withdrawal right specifies a refund deadline or permits withholding reimbursement pending return evidence, those requirements govern.

7. No Restocking Fee

Melsivo does not charge a restocking fee for an accepted return. This does not mean that an independent carrier will never charge return postage for a voluntary return or that legally permitted deductions cannot apply to an item's diminished value.

8. Exchanges

If you would prefer a different item, contact us to discuss what is available. An exchange depends on stock, the practical return process, and applicable consumer rights. We will explain whether an exchange can be arranged or whether a return and a separate new order is more appropriate.

9. Cancellation Before Dispatch

For a cancellation request, email us as soon as possible. We will attempt to stop processing if the order has not been dispatched. Once dispatch has occurred, a cancellation may not be operationally possible, but you may still have return or withdrawal rights. If we cancel an order before shipment and payment has been taken, we will arrange the refund in accordance with applicable law.

10. Your Legal Protections

This policy does not replace statutory guarantees, remedies for goods that do not conform to the contract, or any mandatory cooling-off or withdrawal rights. If a provision conflicts with a non-waivable law in your location, that law takes precedence.

11. Return Assistance

For return approval, shipping instructions, refund questions, or a product issue, contact us using the business information below.

Business Information

Operating Company: Wuhan Bangyongjie Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKDMX347E
Company Address: Factory Building 6-1380, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@melsivo.com
Contact Phone: +86 15129847163
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)